Terrible GMAT online experience

Hello,
I need help with lodging complaint and giving feedback to GMAC.
I gave GMAT online exam today. I scored 640 (Q44, V34) - lowest as compared to any of my other Official mocks.
I started the test with Quants and within minutes, I started experiencing lot of lag while selecting answer choices and then again while submitting them. Initially, I thought it might have been one of those rare moments in which the system misbehaves so I tried to ignore. But, this lagging continued and soon I realized that I was actually losing time every time the screen used to get stuck. I was losing good 10secs on almost every odd question and hence reached to the proctor who told me that she can't do anything to help as this could be windows issue (or maybe chrome issue- don't remember exactly which one she blamed). I told her that I won't mind waiting for my answers to get selected or submitted but I can't afford to lose time on this. But she clearly told me there's nothing she can do. Realizing that talking to her was a waste of time, I decided to proceed and finish the quant section. I had to leave few questions due to time constraints and had to change strategy as leaving the questions at the end was risky as the questions might not have got submitted before time. It got very frustrating after a point as the clock kept ticking.
For verbal, similar thing happened. This time I didn't even feel like approaching her as she had made it clear that there's nothing that can be done. Again, strategy had to be changed. Choices weren't getting selected and answers weren't getting submitted on time.
IR- Same experience. This time even the drop downs (of those graph questions) weren't getting dropped down. I had to wait for long. Losing my patience, I tried to reach out to my proctor but this time she didn't even respond.
AWA- Well, this just summarized my terrible experience. There was so much delay in the words that I was typing and deleting that I got disinterested in even attempting that section. I tried to call out the proctor again but she didn't respond. I didn't push for reaching out because again I knew that the clock was ticking she wasn't going to stop that clock for me. I had to cut short on my points because it was taking ages to reflect on my screen and couldn't figure what I have written.
When the score flashed on my screen, I was totally disappointed because I knew I could have done better than what the scorecard reflected. I just told my proctor that I will fill the survey and ended the exam.
Now, I want to reach out to GMAC and inform about this experience because this is not what I paid for and this is definitely not the kind of service you expect from GMAC. It was a total waste of money and time and I can't afford to spend another 250 bucks on the same.
Can anyone please help me with how do I go about this?
bb Bunuel

Hi. I’m sorry about this experience. I hope you get a positive resolution from GMAC. At the same time, it’s not very likely. I don’t want to give you false hope but I don’t want to give up hope either.

Unfortunately the only reliable way to avoid getting stuck in this limbo that you’re in, where your test test completed but it was a terrible experience, is to sabotage it. Because GMAC does not resolve issues like these, if you do experience lag or another situation where your time is eaten up or somehow your test experience is subpar, the only way for you to recover from that is to terminate the test. The proctor will not give you anything unless the time I don’t see GMAC giving anything either. That means you have to fake an Internet outage or power outage or something else…. Which is unethical in someway but at the same time, it is unethical of them to Only give you two shots of GMAT online, charge money, and then not deliver a reliable product…. So we’re kind of stuck in this moral dilemma but until they take ownership of the experience, this is the only solution I have found. I’m definitely not proud of it or recommending it but it is the only solution that does not result in this experience….

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Thank you bb for a quick response
I've shared my experience through their customer service page. I did feel like dropping out of the test but didn't know whether they would even consider and let me retake the test for free. Hence I decided to go ahead thinking I would reach out to them post the test. I'm not sure whether they'll consider but I did want them to know that it was unfair of them to give such an experience to a test taker who has put in so many hours preparing for the test.
Anyway, I'll wait and see if they respond.

Hey, faced the exact same issue recently. Did you get any resolution?

Posted from my mobile device

Hi,
So far I've not yet received any response from them but I don't think I'll get any. But if even you faced a similar issue then do raise it up so that they're aware of these things.

Hello bb sir and others

I just checked the GMAT Online system requirements. My current internet speed of download is 50 Mbps, although the system check is giving me a prompt that speed is not acceptable.
You may experience issues if you proceed. Kindly guide

Attached is the screenshot for reference

Buddy,
I hope you get the resolution soon

Please guide for my problem too in my previous post

Hi,

I faced an exact similar issue yesterday while I was giving the online exam. It was extremely frustrating and the proctor could not provide any resolution. I did not know I could terminate the exam in between.
Please let me know if you receive any communication from the GMAC.

Also, are you aware of any such lags or issues faced by anyone giving the exam from the Center?

Posted from my mobile device

Earlier, I gave my exam at the center and faced no such issues. Just at home.

Hello,
Apologies for the delayed response. This happened with me too once, few days before the test but I just turned off the router and started it again so it worked with no issues. Also it's best to get a wired connection.

Hello,
Now sure if this was for me. But I've only been asked to hopp around from one contact to another. I've not received any communication since my latest email almost 5-7 days ago. But like bb said, chances are slim to get any useful resolution as I didn't terminate the test.

After following up with GMAC for more than 15 days via call/email/twitter, I received a response the following response from them today:

Your case xxxxxx is in the queue to be reviewed. This process can take 1-3 business days. Once the case has been reviewed, you will receive a follow up to this message.

Please note: If you experienced a technical issue during your exam, the video and proctor notes may be reviewed. If a technical issue is confirmed, and you have received a score for this exam delivery the status may be updated to Technical Error and the score may be removed from your testing history. If a voucher/retest is offered you must retake the entire exam in order to produce a valid score.

Wow. That’s terrible. 😢

PS. I did a survey of 31 Gmat online test takers and 16 of them experienced issues with their tests. Mostly it is lag 🤦‍♂️

https://gmatclub.com/forum/submit-your- ... l#p2837545

I’m sorry about this. It’s crazy that they would tell you to wait one more day after 15 days of waiting… sorry!







Posted from my mobile device
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Another update from them

The proctor didn't even report it. All she had to do was write a simple sentence in her notes.

"Thank you for contacting GMAC Customer Care. Technical glitches may occur in the online exam environment due to system, internet, connectivity issues. If the issues are quickly resolved or if no time was lost, minor issues may not be reason for invalidating an exam.

We have reviewed the proctor notes for your session and no technical issues have been flagged. We are unable to honor your request for a refund/voucher at this time.
As per the GMAT™ Online Test Taker Rules & Agreement, it is your responsibility to notify the proctor immediately by clicking the chat button or raising your hand via the software if you have a problem with your computer, software, or any other issue.
If you did notify the proctor and they failed to document it, please provide additional details about the technical issues and the section/question/timestamp in which the issue took place."

Posted from my mobile device

Good news: I finally got a voucher from GMAT for booking another exam.

Bad news: I had already booked another exam because they did not respond for 15 days.

Let's see if they give me the refund. But it was a relief to see that I was heard, my exam scores of this attempt are cancelled and there is a possibility of a refund.

Final response:

"I understand, and again I am very sorry for the issues you encountered. I have inactivated the voucher code and escalated your refund request to our partners at Examity. Please allow 5-7 business days for the refund to appear on your bank/credit card statement. If you have further questions or concerns regarding the refund, please contact support@examity.com. "

Congratulations, I guess. It seems to take so long for some reason. I don’t know why it’s so slow and bureaucratic. 😢

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I know, right? GMAC was still able to help. Examity customer service is pathetic.

Just attempted rather tried to attempt the online exam and the experience was terrible.The essecure browser was unresponsive and it was taking about 2 mins to move to the next question and the timer was on.
I could attempt only 8 questions in the first 20 mins and I lost almost 8 to 10 mins because of this issue. I ran out of patience and terminated the exam. I even took a system restart as suggested by the Proctor but the issue was still there.
The Proctor asked me if I wanted to resume. I said no as this would continue if I resumed the exam. He said that all this is recorded and an appropriate action would be taken. Idk what and when they will inform me about this. This is really frustrating.
I don't know what else I have to do now. Tried everything. Offline exams getting cancelled and now this.
I really don't want to loose the drive that I have right now in me wrt gmat.
I have already mailed the customer care.Is there any hope for a refund or a reschedule?
What else should I do to get a r response from gmac?

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